GB/T 37503-2019 English PDF (GB/T37503-2019)

GB/T 37503-2019: Logistics public information platform service quality requirements and evaluation
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GB/T 37503-2019
NATIONAL STANDARD OF THE
PEOPLE’S REPUBLIC OF CHINA
ICS 55.180.01
A 80
Logistics public information platform service quality
requirements and evaluation
ISSUED ON: MAY 10, 2019
IMPLEMENTED ON: DECEMBER 01, 2019
Issued by: State Administration for Market Regulation;
Standardization Administration of the People's Republic of
China.
Table of Contents
Foreword ... 3 
1 Scope ... 4 
2 Normative references ... 4 
3 Terms and definitions ... 4 
4 Types of logistics public information platform ... 4 
5 General service quality requirements for logistics public information platform
... 5 
6 Service quality requirements for different type of logistics public information
platform... 8 
7 Service quality evaluation of logistics public information platform ... 11 
Bibliography ... 13 
Logistics public information platform service quality
requirements and evaluation
1 Scope
This Standard specifies the types, service quality requirements and service
quality evaluation of logistics public information platform.
This Standard is applicable to the service and evaluation of logistics public
information platform.
2 Normative references
The following referenced documents are indispensable for the application of
this document. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document (including any
amendments) applies.
GB/T 18354, Logistics terms
3 Terms and definitions
For the purposes of this document, the terms and definitions defined in GB/T
18354 as well as the followings apply.
3.1 logistics public information platform
An information platform that provides resource sharing services such as
logistics information, technology, and equipment based on computer
communication network technology.
[GB/T 18354-2006, definition 5.37]
4 Types of logistics public information platform
The logistics public information platform can be classified into the following
types:
-- Information-based type: an information-based platform that provides
services such as the collection, processing, and release of relevant
recovery to ensure the integrity and security of data and information.
5.2 Platform management
The logistics public information platform shall set up corresponding
management agencies to be responsible for the planning, construction,
operation and maintenance of the platform and shall meet the following
requirements:
-- corresponding management system shall be established according to
service content, including not are not limited to rules of use, operation
management system, information security and management system,
complaint management system;
-- it shall guarantee the normal operation of various software and hardware
facilities in the platform. Facilities such as fire protection, sanitation and
security are in a normal state, and the platform shall be routinely
maintained on a regular basis;
-- it shall, according to the relevant regulations and requirements of the
national information security level protection system, implement technical
measures for Internet security protection, conduct real-time monitoring of
system operating conditions according to law, maintain the normal
operation of the platform and handle network security incidents in time.
5.3 Customer agreement
The logistics public information platform shall sign an agreement with
customers to clarify the rights and obligations of both parties, liability for breach
of contract, dispute resolution, protection of personal information, security, etc.
The agreement:
-- shall comply with the laws, regulations and rules; in accordance with the
principle of fairness, determine the rights and obligations of both parties
to the transaction; significantly draw customer’s attention to terms that
have a significant stake in customer;
-- shall not make unfair or unreasonable provisions on customers in the form
of contract format clauses that shall exclude or limit customer rights,
reduce or relieve platform liability, increase customer liability.
5.4 Business operation services
The business operation of logistics public information platform shall:
-- include but not limited to customer training, customer process
management, business dispute resolution;
information such as member's identity information, corporate
qualifications, resources such as vehicles and storage, and service
capabilities; member information is kept for at least two years from the
date of its last login;
-- truthfully record the authenticity of the platform's customer information,
transaction performance and comprehensively evaluate the user's credit
level;
-- there are measures to restrict access to severely dishonest customers;
-- publicize the customer credit on the platform.
5.8 Business risk and emergency management
The logistics public information platform shall run business risk and emergency
management throughout the entire process of service:
-- analyze and identify potential risks; formulate corresponding emergency
plans for different risk types;
-- in the event of an accident, emergency measures shall be taken in time;
proactively communicate with customers or handle as agreed in the
contract.
6 Service quality requirements for different type of
logistics public information platform
6.1 Information-based type
6.1.1 General requirements
The information-based platform shall provide services such as display and
query of logistics-related information and shall be able to provide an information
publishing interface for a third party.
The information-based platform shall truthfully describe when it publishes
information. There shall be no false publicity and false representation. If false
information is found, it shall be corrected and notified in time.
The information-based platform shall implement the information inspection
system for the information published on the platform. It shall not produce, copy,
publish, or disseminate any content prohibited by laws and regulations.
6.1.2 Release of logistics business information
-- shall track the implementation of transactions; for the cargo loading
business, it shall build a cargo tracking system to enable customers to
instantly check the status and location of goods; for storage resource
matching business, it shall provide information on cargo status and other
information to customers in time;
-- shall electronically exchange, process and manage the credentials and
documents generated during the transaction;
-- shall coordinately handle the disputes between the supplier and the
purchaser during the transaction;
-- keep the transaction information for at least two years from the date of the
transaction.
6.3 Technical service type platform
The technical service type logistics public information platform can provide
system, data and solution services. The services provided shall meet the
following requirements:
-- those that provide services by providing hardware shall have high reliability,
stability, and online rate, and establish a normalized maintenance
mechanism;
-- those that provide services through software shall provide agreed technical
support services;’
-- those that provide data service shall provide accurate and reliable data.
6.4 Government affairs service and regulatory service type platform
The services provided by the government affairs service and regulatory service
type platform shall meet the following requirements:
-- shall be easy to operate and user-friendly, easy for enterprises to access
and use;
-- shall provide status information data on services and the regulatory
process, such as customs declaration, customs release, customs
clearance.
6.5 Comprehensive type platform
The comprehensive type platform shall meet the service quality requirements
for corresponding type platform.
GB/T 37503-2019
NATIONAL STANDARD OF THE
PEOPLE’S REPUBLIC OF CHINA
ICS 55.180.01
A 80
Logistics public information platform service quality
requirements and evaluation
ISSUED ON: MAY 10, 2019
IMPLEMENTED ON: DECEMBER 01, 2019
Issued by: State Administration for Market Regulation;
Standardization Administration of the People's Republic of
China.
Table of Contents
Foreword ... 3 
1 Scope ... 4 
2 Normative references ... 4 
3 Terms and definitions ... 4 
4 Types of logistics public information platform ... 4 
5 General service quality requirements for logistics public information platform
... 5 
6 Service quality requirements for different type of logistics public information
platform... 8 
7 Service quality evaluation of logistics public information platform ... 11 
Bibliography ... 13 
Logistics public information platform service quality
requirements and evaluation
1 Scope
This Standard specifies the types, service quality requirements and service
quality evaluation of logistics public information platform.
This Standard is applicable to the service and evaluation of logistics public
information platform.
2 Normative references
The following referenced documents are indispensable for the application of
this document. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document (including any
amendments) applies.
GB/T 18354, Logistics terms
3 Terms and definitions
For the purposes of this document, the terms and definitions defined in GB/T
18354 as well as the followings apply.
3.1 logistics public information platform
An information platform that provides resource sharing services such as
logistics information, technology, and equipment based on computer
communication network technology.
[GB/T 18354-2006, definition 5.37]
4 Types of logistics public information platform
The logistics public information platform can be classified into the following
types:
-- Information-based type: an information-based platform that provides
services such as the collection, processing, and release of relevant
recovery to ensure the integrity and security of data and information.
5.2 Platform management
The logistics public information platform shall set up corresponding
management agencies to be responsible for the planning, construction,
operation and maintenance of the platform and shall meet the following
requirements:
-- corresponding management system shall be established according to
service content, including not are not limited to rules of use, operation
management system, information security and management system,
complaint management system;
-- it shall guarantee the normal operation of various software and hardware
facilities in the platform. Facilities such as fire protection, sanitation and
security are in a normal state, and the platform shall be routinely
maintained on a regular basis;
-- it shall, according to the relevant regulations and requirements of the
national information security level protection system, implement technical
measures for Internet security protection, conduct real-time monitoring of
system operating conditions according to law, maintain the normal
operation of the platform and handle network security incidents in time.
5.3 Customer agreement
The logistics public information platform shall sign an agreement with
customers to clarify the rights and obligations of both parties, liability for breach
of contract, dispute resolution, protection of personal information, security, etc.
The agreement:
-- shall comply with the laws, regulations and rules; in accordance with the
principle of fairness, determine the rights and obligations of both parties
to the transaction; significantly draw customer’s attention to terms that
have a significant stake in customer;
-- shall not make unfair or unreasonable provisions on customers in the form
of contract format clauses that shall exclude or limit customer rights,
reduce or relieve platform liability, increase customer liability.
5.4 Business operation services
The business operation of logistics public information platform shall:
-- include but not limited to customer training, customer process
management, business dispute resolution;
information such as member's identity information, corporate
qualifications, resources such as vehicles and storage, and service
capabilities; member information is kept for at least two years from the
date of its last login;
-- truthfully record the authenticity of the platform's customer information,
transaction performance and comprehensively evaluate the user's credit
level;
-- there are measures to restrict access to severely dishonest customers;
-- publicize the customer credit on the platform.
5.8 Business risk and emergency management
The logistics public information platform shall run business risk and emergency
management throughout the entire process of service:
-- analyze and identify potential risks; formulate corresponding emergency
plans for different risk types;
-- in the event of an accident, emergency measures shall be taken in time;
proactively communicate with customers or handle as agreed in the
contract.
6 Service quality requirements for different type of
logistics public information platform
6.1 Information-based type
6.1.1 General requirements
The information-based platform shall provide services such as display and
query of logistics-related information and shall be able to provide an information
publishing interface for a third party.
The information-based platform shall truthfully describe when it publishes
information. There shall be no false publicity and false representation. If false
information is found, it shall be corrected and notified in time.
The information-based platform shall implement the information inspection
system for the information published on the platform. It shall not produce, copy,
publish, or disseminat...